Regex in articles body

[Pioter123]

Infos:

• Used Zammad version: 6.4.1

Expected behavior:

I expect that the regex filter [A-HJ-NPR-Z0-9]{17} will correctly match a vehicle’s VIN present in the email body. For example, given the following email content:

Message de l'acheteur:
Remarques sur la commande: WF0JXXGAHXXX00000

the regex should detect the VIN WF0JXXGAHXXX00000 and trigger the associated tag to be applied.

Actual behavior:

The regex filter does not seem to work within Zammad’s postmaster. Even though I have verified the regex on regex101 using the ECMA (JavaScript) flavor — which confirms that it correctly matches the sample VIN — Zammad does not recognize or trigger the filter when processing incoming emails.

Steps to reproduce the behavior:

1. Configure a postmaster filter in Zammad.
2. Use the regex condition [A-HJ-NPR-Z0-9]{17} on the email body field.
3. Send an email containing a VIN, such as:

Message de l'acheteur:
Remarques sur la commande: WF0JXXGAHXXX00000

4. Observe that the expected tag is not applied to the ticket.

I have attached screenshots of my configuration and the regex101 test results for further context.

Any suggestions or insights into why this discrepancy might occur within Zammad’s postmaster filters would be greatly appreciated. Is there a known issue with regex processing in this context, or might there be additional configuration steps required?

Thank you in advance for your help!

[Pioter123]

I managed to solve the problem. There is a significant difference between adding a tag on ticket creation and when ticket update.

I had configured the regex to be applied during updates, which in testing made it seem as if Zammad was ignoring the regex. I’ve attached a screenshot—maybe someone else with a similar issue can help. Regards.